Digital Factory - Technical Support Analyst - Supervising Associate

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Digital Factory - Digital Factory - Technical Support Analyst

The opportunity

We are looking for an experienced senior technical support analyst who will be part of our amazing team. Our Digital factory team is driving a large portfolio of projects helping our different Service Lines in EY to build software applications/solutions through cutting edge technologies. As a senior technical support analyst, you will be responsible for supporting various developed applications and continuously bringing improvements in the automation. The responsibilities include writing code, analyzing data, and contributing to the design and supporting the application. You will be working directly with our stakeholders and will be responsible from all aspects of production application support.

Your key responsibilities

• Supporting RPA (Blue prism), VBA, SQL and power BI applications in production for Tax service lines
• Incident and service request management on daily basis for the mentioned technologies
• Assist in the logging, tracking, and resolution of incidents and problems
• Providing root cause analysis and weekly reporting of these incidents
• Maintain and update service management documentation, including policies, procedures, and user guides
• Contribute to the creation and maintenance of a knowledge base for service management
• Ensure quality and smooth scheduling/running of automated processes in production
• Work closely with other team members and departments to ensure seamless service delivery
• Taking responsibility ensuring change control and change management procedures are    followed while deploying/fixing things in production
• Participate in service improvement initiatives and projects
• Gather and analyze feedback from users to identify areas for improvement
• Ensure a high level of customer satisfaction through effective communication and resolution of issues

Skills and attributes for success 

• 3-4 years’ experience of experience working on similar position in a corporate organization 
• A degree in Computer Science or a related discipline or a degree in business with technology consulting or technical experiences
• Good hands-on experience in RPA (Blue prism), VBA , SQL and powerBI
• Good knowledge in application support
• Good knowledge and understanding of ITIL Incident, Problem and Change management process
• Familiarity with agile development methodologies 
• You are interested in the connection between IT and process improvement / re-engineering
• You are organized, flexible and able to manage several tasks
• Excellent communication in English (French will be considered as an asset) and Excellent interpersonal skills
• You are a team player and have excellent technical & analytical skills
• Experience with PowerApps will be considered as an asset
• Experience in Tax will be considered as an asset
• Ability to remain calm and patient when dealing with repetitive inquiries
• Ability to work independently and as part of a team

 What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

Are you ready to shape your future with confidence? Apply today.

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EY  |  Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

Our offer of employment is contingent upon the successful completion of a background check and pre-screening requirements. The candidate acknowledges that all information provided must be accurate.